LaShanda Tapler
Charlotte,NC
Summary
Motivated and dynamic Team Leader with 10 plus years of experience in the financial and insurance industry. Dedicated professional with a proven track record of success in customer focused operations, driving business growth, capitalizing on new revenue, client retention and managing all daily business operations. Recognized for a strong work ethic,with a "get it done", and resolution-based mindset. Consistently delivers inspirational and thoughtful behaviors, while demonstrating exceptional leadership skills that mobilize a team to effectively provide value and facilitate company growth.
Overview
10
10
+ Years of professional financial and insurance experience
3
3
Licenses
2
2
Certifications
Work History
Head of Customer Engagement Manager Team
Equitable Life Insurance
2023.01 - Current
- Lead a team of 6 customer engagement specialists in delivering exceptional service and support to clients through the client life cycle onboarding process, resulting in an increase of APE by $9m YOY.
- Spearhead the development and execution of customer engagement initiatives to increase client retention and drive repeat business.
- Develop strong relationships and collaborate cross-functionally with internal and external key stakeholders including C-Suite and D-Suite executives, to identify opportunities for upselling and cross-selling to existing clients, while optimizing customer touchpoints and creating a streamlined journey.
- Conduct regular team meetings and one on one employee performance to determine area of strength and development opportunities.
- Identify risks and proactively solve for process and policy improvements.
- Create a positive and psychologically safe team environment with a People Leader leadership style that fosters diversity, equity and inclusion of feedback and ideologies.
Sr. Engagement Manager
Equitable Life Insurance
2021.01 - 2023.01
- Managed client onboarding process, providing guidance and support to ensure a smooth transition and successful implementation of services throughout the life cycle.
- Established and maintained strong relationships with clients, serving as their advocate within the company and ensuring their needs were addressed promptly and effectively.
- Liaised between customers, business executives and technical subject matter experts to drive consistent communications and quality service delivery.
- Maintained thorough understanding of industry trends and emerging technologies.
- Analyzed data to measure effectiveness of engagement initiatives.
- Assisted in development of compelling proposals for prospective clients.
- Identified opportunities to improve processes and customer experiences and participated with wider teams on continual improvement to decrease customer attrition.
Sr. Life Insurance Internal Wholesaler
Equitable Life Insurance
2014.04 - 2021.01
- Conducted training sessions and sales presentations to educate financial professionals about company product solutions, sales strategies and concepts.
- Managed customer inquiries promptly and professionally by providing accurate product information or resolving concerns efficiently.
- Coordinated with marketing teams to develop effective advertising materials targeting specific customer segments.
- Developed relationships with potential clients and maintained existing ones to expand sales opportunities.
- Partnered with External Wholesalers and Financial Professionals to design unique illustrations for clients based on a their specific needs.
Education
Some College - Speech Pathology
05.2007
Skills
- Microsoft Office & SalesForce
- Organization & Time Management
- Interpersonal Skills
- Coaching & Mentoring
- Building Rapport and Communicating for Impact
- Leadership
- Cross functional Collaboration
- Decision Making, Problem Solving & Critical Thinking
- Agile principles
- Stakeholder relations
- Risk Management
Licenses
• FINRA Securities Series 6- 1/2016
• FINRA Securities Series 63- 1/2016
• State of NC Life, Accident & Health License- 1/2016
Certifications
- Cornell University Online: Women's Entrepreneurship Certificate, 05/2022
- Harvard University Online: Exercising Leadership Skills Certificate, 03/2023
Accomplishments
- Equitable Life Insurance Internal Wholesaler of the year for 2019
- Equitable Life Insurance Shining Star Award Recipient for 2021
- Equitable Black Excellence Centricity Award -1/2022
- Equitable Tandem Lite Leadership Program Graduate -6/2022
- Equitable Insurance Industry Women's Bond Club Nominee- 5/2023
Timeline
Head of Customer Engagement Manager Team - Equitable Life Insurance
2023.01 - Current
Sr. Engagement Manager - Equitable Life Insurance
2021.01 - 2023.01
Sr. Life Insurance Internal Wholesaler - Equitable Life Insurance
2014.04 - 2021.01
Lehman College of The City University of New York - Some College, Speech Pathology
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